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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing multichannel customer support operations, focusing on metrics such as CSAT and operational efficiency. Proven ability to lead teams, drive process improvements, and ensure compliance with regulatory standards.
Highest-signal resume keywords
Customer Support ManagementOperational Metrics AnalysisBPO ManagementRegulatory Compliance KnowledgeTeam Leadership and Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Capacity PlanningProductivity ManagementOperational Cost TrackingConflict MediationNegotiation SkillsData AnalyticsContinuous Improvement MethodologiesProject ManagementBasic SQL Knowledge
Soft Skills
Executive CommunicationInfluence and CollaborationPriority ManagementCustomer FocusEmotional Maturity
Tools & Technologies
CRM ToolsHubSpotTwilioMetabasePower BI
Industry Keywords
Brazilian Consumer Protection CodeFintechFinancial ServicesB2B SupportB2C SupportSelf-Service Automation
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Manage Level 1 and Level 2 multichannel support operations for the Expenses, People, Benefits, and Travel business units
- Ensure quality standards, team productivity, and compliance with service-level agreements
- Lead and develop coordinators and supervisors
- Manage metrics such as CSAT, first-contact resolution, repeat contacts, service level, handling time, backlog, and cost per interaction
- Translate results into action plans with priorities, owners, deadlines, and impact tracking
- Ensure operational staffing and capacity in partnership with Workforce Planning
- Manage customer support partners and BPOs, monitoring performance, costs, quality, and process adherence
- Work with Product, Technology, Process, and Quality teams to eliminate recurring contact drivers and reduce customer effort
- Lead operations during incidents and critical situations
- Present results and recommendations to executive leadership
- Manage Special Cases, including Reclame Aqui, social media, Ombudsman, Procon, the Central Bank, and regulatory bodies
- Ensure clear, consistent, and timely responses while protecting the company’s reputation
- Drive improvements in processes, self-service, and automation
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Engineering, Communications, Management, or a related field
- Significant experience managing customer support or Customer Experience operations in high-volume, multichannel environments
- Experience leading managers and developing teams
- Strong command of operational and customer experience metrics
- Experience with capacity planning, productivity management, and operational cost tracking
- Experience managing BPOs or outsourced operations
- Knowledge of CRM tools such as HubSpot, Twilio, Metabase, and data analytics solutions
- Experience managing Special Cases, including Reclame Aqui, social media, Ombudsman, Procon, the Central Bank, and other consumer protection and regulatory bodies
- Knowledge of the Brazilian Consumer Protection Code and the requirements and deadlines applicable to complaint handling
- Experience handling critical and sensitive cases, with negotiation, conflict mediation, and reputational risk management skills
- Business acumen, analytical ability, executive communication, influence and collaboration, priority management, customer focus, change management, emotional maturity, and strong execution ownership
- Preferred: experience in fintechs, financial services, or growing technology companies
- Preferred: experience with B2B and B2C support and managing operations serving different products and customer profiles
- Preferred: experience with artificial intelligence, automation, and self-service applied to customer support
- Preferred: knowledge of BI tools such as Metabase or Power BI, plus basic SQL knowledge
- Preferred: experience with continuous improvement methodologies and project management
Benefits
Comp & perks- Flash Card with flexible benefits for food, meals, mobility, health, education, culture, and well-being
- Medical insurance
- Dental insurance
- Life insurance
- Transportation allowance
- Home office allowance
- Childcare assistance
- Extended maternity and paternity leave
- TotalPass
- OnHappy
- Pet benefits through Guapeco
- C4life, providing legal, emotional, social, and financial assistance, as well as pet support
- +Família by Avus, with support and benefits for different stages of life
- Partnership with SESC
- Profit-sharing and results bonus
- Birthday day off
- Creative, technology-driven environment
- Autonomy to create, test, and transform ideas into real solutions
- Accelerated learning
- Opportunities for growth, innovation, and development